customer experience
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TSA Expands Digital ID Use, Eyes E-Gates for Automated Passenger Flow
TSA expands acceptance of mobile driver’s licenses, streamlining security checks and setting up future automated screening.
2m read -
New Federal UX Head Joe Gebbia to Tackle Government Websites
The Airbnb co-founder wants to align federal digital service experiences with those expected in the commercial and private sector.
2m read -
New Talent Strategy Targets Industry Role in Federal AI Workforce
The plan outlines how it wants to prioritize efforts for the partnerships that will fuel talent pipelines in emerging industries.
3m read -
White House Executive Order Seeks to Modernize Federal Digital Services
The America by Design initiative directs agencies to adopt design-driven approaches, standardize services and improve user experience.
4m read -
Doing More with Less is Muscle Memory for IRS, Former Deputy CIO Says
Darnita Trower discusses her experience, the legacy she’s left behind and how she pushed the IRS to modernize itself,
20m watch -
AI Boosts Customer Experience at Federal Contact Centers
Federal contact center leaders at DOL and VA are exploring AI's potential to drive efficiency and boost customer experience.
3m read -
Advanced Computing Holds Promise for Health Care, Ethical Hurdles Remain
Researchers and government officials are creating policies to improve customer experience nearly a year after President Biden’s executive order on digital experience.
3m read -
Health IT Leaders Tout Technology, Partnerships and Innovation
Officials noted the importance of collaboration between the public and private sector during a lightning round session at the Health IT Summit.
5m read -
Labor CIO Gundeep Ahluwalia Departs, Deputy Takes Acting Role
The former CIO led major digital transformation efforts around digitization, customer experience and data modernization.
2m read -
Agencies Grapple With Multi-Channel Comms for CX
IRS and Labor officials say that providing multiple communication channels come with backend integration work.
3m read -
GSA Hackathon Winners Produce AI Search Engine, Interface
Hackathon participants worked on how to use AI to improve customer experience and responsiveness on government websites.
3m read -
IRS CX Efforts Come With a New Acquisition Office
The agency is using Inflation Reduction Act funds to transform the taxpayer experience through digital tools and technology.
3m read
